Reports

Sale

North America Call Center Platforms Market Size, Share: By Offering: Software, Service; By Platform: Outbound Dialer, Inbound Voice, Web Chat, Omni Channel Agent, Reporting and Analytics, Others; By Organisation Size: Large, Small and Medium; By Deployment Mode; By Industry Vertical; Regional Analysis; Competitive Landscape; 2024-2032

North America Call Center Platforms Market Outlook

The North America call center platforms market size was approximately USD 11.15 billion in 2023. The market is assessed to grow at a CAGR of 13.2% between 2024 and 2032, reaching a value of USD 35.15 billion by 2032.

Key Trends in the Market

Call centers are concentrated platforms that manage inbound and outbound calls from potential customers. They are either located within organisations or outsourced from a third party that specialises in handling customer calls. A call center platform performs multiple functions, including handling the grievances of customers, improving sales, lead generation, and processing orders, among others.

Call centers are an integral part of an enterprise as they aim to provide customer satisfaction by handling issues swiftly and efficiently. They also act as a redressal mechanism and support and assist customers during emergencies. With businesses focusing on personalised services for customer retention, the demand for call center platforms is surging.

One of the key trends aiding the North America call center platforms market growth is the emergence of cloud call centers. This call center technology is supported and hosted by a third-party vendor, gives agents the flexibility to work remotely, and saves a company’s operating costs. The flexibility, omnichannel routing, scalability, and reliability of cloud call center platforms are further boosting their appeal.

The North America call center platforms market expansion is being fuelled by advancements in technologies like artificial intelligence and machine learning, which are transforming the way call center solutions function. Such technologies are expected to empower call center platforms to automate call routing, reduce waiting times, respond to customers’ queries in real-time, and predict customer demands in the coming years.

North America Call Center Platforms Market Segmentation

Based on the offering, the market is segmented into software and service. On the basis of platform, the market can be divided into the outbound dialer, inbound voice, web chat, omni channel agent, and reporting and analytics, among others. Based on organisation size, the market is divided into large and small and medium.

Based on deployment mode, the market is divided into on-premises and cloud. On the basis of industry vertical, the market is divided into IT and telecommunications, BFSI, retail, healthcare, government, and travel and hospitality, among others. On the basis of country, the market is divided into the United States of America and Canada.

The comprehensive EMR report provides an in-depth assessment of the market based on the Porter's five forces model along with giving a SWOT analysis. The report gives a detailed analysis of the following key players in the North America call center platforms market, covering their competitive landscape and latest developments like mergers, acquisitions, investments, and expansion plans.

Oracle Corp.

IBM Corp.

Microsoft Corp.

Amazon Web Services, Inc.

Cisco Systems, Inc.

Google LLC

Ring Central, Inc.

8x8, Inc.

Genesys Cloud Services, Inc.

Talkdesk, Inc.

Others

Market Share by Industry Vertical

The BFSI sector holds a significant portion of the North America call center platforms market share. The application of call center platforms in BFSI institutions is to improve customer satisfaction and enhance overall operational efficiency. Moreover, banks and financial institutions are increasingly adopting call center platforms that can provide customers with multichannel support, mortgage and loan expertise, transaction assistance, credit card support, account information handling, and insurance support, among others.

Meanwhile, there is an increasing utilisation of call center solutions in the healthcare sector to improve patient experience, reduce wait times, automate pharmacy enquiries and refills, and schedule medical appointments, among others.

Market Share by Country

As per the North America call center platforms market analysis, the adoption of call center solutions in United States of America Is significantly rising amid increasing focus by organisations to improve their relationships with customers. Companies in the country are also using such solutions to enhance employee experience while reducing overall operational costs.

Besides, the surging launches of innovative call center platforms by companies in the United States are favouring the market growth. For instance, in June 2023, MightyCall, a Delaware-based company, launched a call center solution with customisable and flexible settings to meet unique communication needs of businesses.

Competitive Landscape

Microsoft Corp., founded in 1975, is a multinational technology corporation headquartered in Washington, the United States. It has developed different products including Azure, Dynamics 365, Microsoft Security, Github, and HoloLens 2, among others.

Amazon Web Services, Inc. was founded in 2006 that provides cloud computing platforms and Application Programming Interface (APIs) to individuals, companies, and governments. Amazon Q is an AI-based assistant through which customers' issues are automatically detected.

Google LLC was founded in 1998 and is an American multinational technology company that focuses on artificial intelligence, search engine technology, online advertising, computer software, cloud computing, quantum computing, and e-commerce, among others.

Other North America call center platforms market players include Oracle Corp., IBM Corp., Cisco Systems, Inc., Ring Central, Inc., 8x8, Inc., Genesys Cloud Services, Inc., and Talkdesk, Inc., among others.

Key Highlights of the Report

REPORT FEATURES	DETAILS
Base Year	2023
Historical Period	2018-2023
Forecast Period	2024-2032
Scope of the Report	Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment: Offering Platform Organisation Size Deployment Mode Industry Vertical Region
Breakup by Offering	Software Service
Breakup by Platform	Outbound Dialer Inbound Voice Web Chat Omni Channel Agent Reporting and Analytics Others
Breakup by Organisation Size	Large Small and Medium
Breakup by Deployment Mode	On-Premises Cloud
Breakup by Industry Vertical	IT and Telecommunications BFSI Retail Healthcare Government Travel and Hospitality Others
Breakup by Region	United States of America Canada
Market Dynamics	SWOT Analysis Porter's Five Forces Analysis Key Indicators for Demand Key Indicators for Price
Competitive Landscape	Market Structure Company Profiles Company Overview Product Portfolio Demographic Reach and Achievements Certifications
Companies Covered	Oracle Corp. IBM Corp. Microsoft Corp. Amazon Web Services, Inc. Cisco Systems, Inc. Google LLC Ring Central, Inc. 8x8, Inc. Genesys Cloud Services, Inc. Talkdesk, Inc. Others

*At Expert Market Research, we strive to always give you current and accurate information. The numbers depicted in the description are indicative and may differ from the actual numbers in the final EMR report.

1   Preface
2   Report Coverage – Key Segmentation and Scope
3   Report Description
   3.1   Market Definition and Outlook
   3.2   Properties and Applications
   3.3   Market Analysis
   3.4   Key Players
4   Key Assumptions
5   Executive Summary
   5.1   Overview
   5.2   Key Drivers
   5.3   Key Developments
   5.4   Competitive Structure
   5.5   Key Industrial Trends
6   Market Snapshot
7   Opportunities and Challenges in the Market
8   Global Call Center Platforms Market Overview
   8.1   Key Industry Highlights
   8.2   Global Call Center Platforms Historical Market (2018-2023)
   8.3   Global Call Center Platforms Market Forecast (2024-2032)
   8.4   Global Call Center Platforms Market Share by Region
       8.4.1   North America
       8.4.2   Europe
       8.4.3   Asia Pacific
       8.4.4   Latin America
       8.4.5   Middle East and Africa
9   North America Call Center Platforms Market Overview
   9.1   Key Industry Highlights
   9.2   North America Call Center Platforms Historical Market (2018-2023)
   9.3   North America Call Center Platforms Market Forecast (2024-2032)
10   North America Call Center Platforms Market by Offering
   10.1   Software
       10.1.1   Historical Trend (2018-2023)
       10.1.2   Forecast Trend (2024-2032)
   10.2   Service
       10.2.1   Historical Trend (2018-2023)
       10.2.2   Forecast Trend (2024-2032)
11   North America Call Center Platforms Market by Platform
   11.1   Outbound Dialer
       11.1.1   Historical Trend (2018-2023)
       11.1.2   Forecast Trend (2024-2032)
   11.2   Inbound Voice
       11.2.1   Historical Trend (2018-2023)
       11.2.2   Forecast Trend (2024-2032)
   11.3   Web Chat
       11.3.1   Historical Trend (2018-2023)
       11.3.2   Forecast Trend (2024-2032)
   11.4   Omni Channel Agent
       11.4.1   Historical Trend (2018-2023)
       11.4.2   Forecast Trend (2024-2032)
   11.5   Reporting and Analytics
       11.5.1   Historical Trend (2018-2023)
       11.5.2   Forecast Trend (2024-2032)
   11.6   Others
12   North America Call Center Platforms Market by Organisation Size
   12.1   Large
       12.1.1   Historical Trend (2018-2023)
       12.1.2   Forecast Trend (2024-2032)
   12.2   Small and Medium
       12.2.1   Historical Trend (2018-2023)
       12.2.2   Forecast Trend (2024-2032)
13   North America Call Center Platforms Market by Deployment Mode
   13.1   On-Premises
       13.1.1   Historical Trend (2018-2023)
       13.1.2   Forecast Trend (2024-2032)
   13.2   Cloud
       13.2.1   Historical Trend (2018-2023)
       13.2.2   Forecast Trend (2024-2032)
14   North America Call Center Platforms Market by Industry Vertical
   14.1   IT and Telecommunications
       14.1.1   Historical Trend (2018-2023)
       14.1.2   Forecast Trend (2024-2032)
   14.2   BFSI
       14.2.1   Historical Trend (2018-2023)
       14.2.2   Forecast Trend (2024-2032)
   14.3   Retail
       14.3.1   Historical Trend (2018-2023)
       14.3.2   Forecast Trend (2024-2032)
   14.4   Healthcare
       14.4.1   Historical Trend (2018-2023)
       14.4.2   Forecast Trend (2024-2032)
   14.5   Government
       14.5.1   Historical Trend (2018-2023)
       14.5.2   Forecast Trend (2024-2032)
   14.6   Travel and Hospitality
       14.6.1   Historical Trend (2018-2023)
       14.6.2   Forecast Trend (2024-2032)
   14.7   Others
15   North America Call Center Platforms Market by Country
   15.1   United States of America
       15.1.1   Historical Trend (2018-2023)
       15.1.2   Forecast Trend (2024-2032)
   15.2   Canada
       15.2.1   Historical Trend (2018-2023)
       15.2.2   Forecast Trend (2024-2032)
16   Market Dynamics
   16.1   SWOT Analysis
       16.1.1   Strengths
       16.1.2   Weaknesses
       16.1.3   Opportunities
       16.1.4   Threats
   16.2   Porter’s Five Forces Analysis
       16.2.1   Supplier’s Power
       16.2.2   Buyer’s Power
       16.2.3   Threat of New Entrants
       16.2.4   Degree of Rivalry
       16.2.5   Threat of Substitutes
   16.3   Key Indicators of Demand
   16.4   Key Indicators of Price
17   Competitive Landscape
   17.1   Market Structure
   17.2   Company Profiles
       17.2.1   Oracle Corp.
           17.2.1.1   Company Overview
           17.2.1.2   Product Portfolio
           17.2.1.3   Demographic Reach and Achievements
           17.2.1.4   Certifications
       17.2.2   IBM Corp.
           17.2.2.1   Company Overview
           17.2.2.2   Product Portfolio
           17.2.2.3   Demographic Reach and Achievements
           17.2.2.4   Certifications
       17.2.3   Microsoft Corp.
           17.2.3.1   Company Overview
           17.2.3.2   Product Portfolio
           17.2.3.3   Demographic Reach and Achievements
           17.2.3.4   Certifications
       17.2.4   Amazon Web Services, Inc.
           17.2.4.1   Company Overview
           17.2.4.2   Product Portfolio
           17.2.4.3   Demographic Reach and Achievements
           17.2.4.4   Certifications
       17.2.5   Cisco Systems, Inc.
           17.2.5.1   Company Overview
           17.2.5.2   Product Portfolio
           17.2.5.3   Demographic Reach and Achievements
           17.2.5.4   Certifications
       17.2.6   Google LLC
           17.2.6.1   Company Overview
           17.2.6.2   Product Portfolio
           17.2.6.3   Demographic Reach and Achievements
           17.2.6.4   Certifications
       17.2.7   Ring Central, Inc.
           17.2.7.1   Company Overview
           17.2.7.2   Product Portfolio
           17.2.7.3   Demographic Reach and Achievements
           17.2.7.4   Certifications
       17.2.8   8x8, Inc.
           17.2.8.1   Company Overview
           17.2.8.2   Product Portfolio
           17.2.8.3   Demographic Reach and Achievements
           17.2.8.4   Certifications
       17.2.9   Genesys Cloud Services, Inc.
           17.2.9.1   Company Overview
           17.2.9.2   Product Portfolio
           17.2.9.3   Demographic Reach and Achievements
           17.2.9.4   Certifications
       17.2.10   Talkdesk, Inc.
           17.2.10.1   Company Overview
           17.2.10.2   Product Portfolio
           17.2.10.3   Demographic Reach and Achievements
           17.2.10.4   Certifications
       17.2.11   Others
18   Key Trends and Developments in the Market

List of Key Figures and Tables

1.   Global Call Center Platforms Market: Key Industry Highlights, 2018 and 2032
2.   North America Call Center Platforms Market: Key Industry Highlights, 2018 and 2032
3.   North America Call Center Platforms Historical Market: Breakup by Offering (USD Billion), 2018-2023
4.   North America Call Center Platforms Market Forecast: Breakup by Offering (USD Billion), 2024-2032
5.   North America Call Center Platforms Historical Market: Breakup by Platform (USD Billion), 2018-2023
6.   North America Call Center Platforms Market Forecast: Breakup by Platform (USD Billion), 2024-2032
7.   North America Call Center Platforms Historical Market: Breakup by Organisation Size (USD Billion), 2018-2023
8.   North America Call Center Platforms Market Forecast: Breakup by Organisation Size (USD Billion), 2024-2032
9.   North America Call Center Platforms Historical Market: Breakup by Deployment Mode (USD Billion), 2018-2023
10.   North America Call Center Platforms Market Forecast: Breakup by Deployment Mode (USD Billion), 2024-2032
11.   North America Call Center Platforms Historical Market: Breakup by Industry Vertical (USD Billion), 2018-2023
12.   North America Call Center Platforms Market Forecast: Breakup by Industry Vertical (USD Billion), 2024-2032
13.   North America Call Center Platforms Historical Market: Breakup by Country (USD Billion), 2018-2023
14.   North America Call Center Platforms Market Forecast: Breakup by Country (USD Billion), 2024-2032
15.   North America Call Center Platforms Market Structure

Key Questions Answered in the Report

What was the North America call center platforms market value in 2023?

In 2023, the market reached an approximate value of USD 11.15 billion.

What is the growth rate of the market?

The market is estimated to grow at a CAGR of 13.2% between 2024 and 2032.

What is the North America call center platforms market forecast for 2024-2032?

The market is estimated to witness a healthy growth in the forecast period of 2024-2032 to reach a value of around USD 35.15 billion by 2032.

What are the major market drivers?

The market is being driven by the increase in the application of call centers by companies to achieve efficiency and customer satisfaction and the ability of call center platforms to perform multiple functions such as lead generation and sales improvement.

What are the key North America call center platforms market trends?

The key trends aiding the market expansion include the rising popularity of cloud call centers, the rising integration of artificial intelligence with call centers, technological advancements and innovations.

What are the different offerings of call center platforms?

The different offerings of call center platforms market are software and service.

What are the different industry verticals in the market?

The different industry verticals in the market are IT and telecommunications, BFSI, retail, healthcare, government, and travel and hospitality, among others.

Who are the key players, according to the North America call center platforms market?

The major players in the market are Oracle Corp., IBM Corp., Microsoft Corp., Amazon Web Services, Inc., Cisco Systems, Inc., Google LLC, Ring Central, Inc., 8x8, Inc., Genesys Cloud Services, Inc., and Talkdesk, Inc., among others.

Request Sample

Purchase Full Report

Mini Report

$ ~~2199~~ $1999

Selected Sections, One User
Printing Not Allowed
Email Delivery in PDF
~~Free Limited Customisation~~
~~Post Sales Analyst Support~~
~~50% Discount on Next Update~~

Buy Now

Single User License

$ ~~3299~~ $2999

All Sections, One User
One Print Allowed
Email Delivery in PDF
~~Free Limited Customisation~~
~~Post Sales Analyst Support~~
~~50% Discount on Next Update~~

Buy Now

Five User License

$ ~~4399~~ $3999

All Sections, Five Users
Five Prints Allowed
Email Delivery in PDF
Free Limited Customisation
Post Sales Analyst Support
~~50% Discount on Next Update~~

Buy Now

Corporate License

$ ~~5499~~ $4999

All Sections, Unlimited Users
Unlimited Prints Allowed
Email Delivery in PDF + Excel
Free Limited Customisation
Post Sales Analyst Support
50% Discount on Next Update

Buy Now

Any Question? Speak With An Analyst

Contact Analyst

View A Sample

Request Sample

Did You Miss Anything, Ask Now

Request Customisation

Why Expert Market Research?

Right People

We are technically excellent, strategic, practical, experienced and efficient; our analysts are hand-picked based on having the right attributes to work successfully and execute projects based on your expectations.

Right Methodology

We leverage our cutting-edge technology, our access to trusted databases, and our knowledge of the current models used in the market to deliver you research solutions that are tailored to your needs and put you ahead of the curve.

Right Price

We deliver in-depth and superior quality research in prices that are reasonable, unmatchable, and shows our understanding of your resource structure. We, additionally, offer attractive discounts on our upcoming reports.

Right Support

Our team of expert analysts are at your beck and call to deliver you optimum results that are customised to meet your precise needs within the specified timeframe and help you form a better understanding of the industry.

NEWSLETTER